Dublin City Council Single Party Framework Agreement for the Provision of Services for Avaya Telephony and Contact Centre

Dublin City Council seeks to establish a Single Party Framework for the provision of services for Avaya Telephony and contact services. The Framework duration will be four years. An initial contract for the support of DCC’s Avaya Telephony and Contract Centre Infrastructure will be for an initial period of 4 years with Dublin City Council. There are four distinct requirements to this procurement – • A support service with SLA for Avaya Red and Contract Centre covering Business Supported times (8.00 to 18.00 – Monday to Friday) for the majority of services and 24 * 7 * 365 for Emergency numbers including but not exclusive to Traffic Control and Homeless Services. See Appendix 3 for SLA details. • Avaya Support costs including support and maintenance for software licenses • Provision of an optional drawdown day facility for Professional Resources. The drawdown of these day options is at the full discretion of DCC depending on business need i.e. operational, project work, advisory or training. No undertaking is being given by DCC as to the number of days that may be drawn down. • Provision of telephony related software licenses and hardware devices. The drawdown of these items is at the full discretion of DCC depending on business need i.e. operational needs, projects. No undertaking is being given by DCC as to the number of licenses or devices that may be drawn down.